Job Description
About us:
About NTT DATA Business Solutions: NTT DATA Business Solutions Group is part of the NTT DATA Corporate Group, a top 10 global IT services provider headquartered in Tokyo, operating in more than 50 countries. We combine global reach with local intimacy to provide premier professional ServiceNow and SAP services, from deep industry expertise consulting to applied innovations in digital, cloud, automation, and system development to business IT outsourcing.
As Global Elite Partner for ServiceNow, we bring an added dimension of expertise and excellence to our suite of services, ensuring comprehensive solutions for our clients' diverse needs.
As a global SAP Platinum Partner, NTT DATA Business Solutions Group leverages its global expertise to deliver quality outcomes whether you are a multi-national or operate in a single country. With over 15,000 SAP experts across 31 countries, we have the capability and reach to help you solve real problems and seize the next opportunity for growth around your SAP strategy and operations.
Our global award-winning SAP practice, differentiated by innovation, is the undisputed leader in SAP S/4HANA, with about 500 SAP HANA clients and more than 300 SAP S/4HANA clients.
Our clients trust our deep experience and proven approaches - all around the world.
The Service Transition & Project Manager will take ownership of all activities required to successfully transition new and existing customers into Managed Services. The role will work closely with the NTT DATA Managed Services functional support teams, providing leadership, coordination and direction to ensure services are transitioned effectively and are fully operational and support-ready.
This is a dynamic and varied role, combining service transition responsibilities with project management activities for existing NTT DATA Managed Services customers. The role will have end-to-end responsibility for project planning, delivery, resource coordination, reporting, forecasting and budget management, with regular reporting to both customers and internal stakeholders.
While the role does not have direct people management responsibility, the Service Transition & Project Manager will provide project leadership, coordinate resources and assign activities to the relevant SAP support consultants. Reporting to the Operational Lead for UK Managed Services, the role will be responsible for the successful delivery of project and transition plans, effective resource allocation, financial forecasting, timely billing and maintaining high levels of customer satisfaction.
Responsibilities
Service Transition Ownership
- Define customer specific service transition project plans that incorporate end to end processes supported by global systems; full functional transition using the defined templates; successful handover to steady state support.
- Manage service transition activities to successful completion
- Contribute to NTT Data UK growth objectives by providing direction to assigned employees on their tasks within a service transition plan
- Provide service transition related training to other NTT Data personnel
- Clear and timely communication on service transition status
- Own service transition methodology, enhancing as required to encompass new requirements
Project Ownership
- Define customer & project specific project plans
- · Lead the end-to-end delivery of SAP projects, typically comprising technical upgrades, enhancements, and grouped change requests, ensuring scope, dependencies, resources, timelines, and risks are effectively managed.
- · Coordinate SAP technical and functional teams to ensure changes are appropriately planned, tested, approved, and deployed, maintaining alignment with customer requirements and minimising business disruption.
- Contribute to NTT Data UK growth objectives by providing direction to assigned employees on their tasks within a project plan
- Clear and timely communication on project status to internal and external stakeholder
- Budget Management & forecasting
- Third Party Co-ordination for tasks
- Cutover Planning and Management for Production
Support Profitability
- Proactively contribute to the effective development and deployment of the ongoing Managed Services strategy and products by successfully transitioning customers
- Ensure billing opportunities are maximised
- Ensure UK margin is guarded at all times
Customer Satisfaction
- Cultivate professional relationships with customers
- Establish credibility and relationships with customer decision makers and end users
- Identify and implement end to end processes for successful service transition
- Build strong relationships with management from other UK Line of Business who are also involved with the account in order to present one united NTT Data front and deliver one NTT Data "solution" (Hosting; Field; Consulting; global offices, etc.)
Relationships
- Co-ordination and relationship building with NTT Data Account Managers; Field Project Management, Managed Services Management Team and Global AMS Team
- Stakeholder Management
- Management of Multi Geography Teams
- Cultivate professional relationship with software vendor contacts e.g. SAP
Measures
Team Profitability
- Achieve successful service transition within contractually agreed timelines
- Minimise non billable and free of charge work
Team Leadership
- Provide Resource Management to assigned team
- 100% retention of key resources assigned to plan
Customer Satisfaction
- Successful and on time completion of handover into support
Role Contacts
- Managed Services Management Team
- Global AMS Team Managers
- Central AMS support organisation
- Field Project Managers & Field SAP consultants
- Management from other LOBs involved with the account
- Account Managers
- External contacts: Customers & Vendors (SAP etc.)
Skills & Attributes
- Both strategic and creative thinking
- Problem solving
- Communication & leadership
- Expectation setting & relationship building
- Planning, results & solution oriented
- Business judgment, persuasive, motived, collaborative
- Intelligence, integrity, competitive, trust, credibility
- Must be a strong team player to work within a dynamic and collaborative team
Experience
- Experience delivering ITIL aligned Service Transitions
- Experience within an IT Service Support Organisation
- Team/matrix management
- Experience across multiple industries
- Experience with cross-functional teams
- Ability to lead strategic workshops / discussions with clients
- Experience working with SAP technologies (either consultancy, delivering or supporting)
Education/Knowledge
- ITIL v3 or v4 preferred
- Bachelor's degree or equivalent
Location
- Primarily home based, but flexible to working from customer site if the role requires from time to time; travel to customer sites and offices for internal and external meetings on an ad-hoc basis.
Benefits -
Join our award-winning team at NTT DATA Business Solutions Group and be part of a thriving, innovative culture. With recognition such as the 2024 SAP® Pinnacle Awards and the Top Employer Award 2024, we offer you the chance to make a significant impact while growing your career. Here, you’ll work alongside industry experts on cutting-edge projects, contributing to transformative solutions for our clients. Interested in shaping the future with us? We’d love to hear from you.
We offer a range of benefits designed to support your well-being, career growth, and work-life balance:
- Home-Based Contract: Enjoy the flexibility of a working from home contract subject to operational and project requirements, allowing you to manage your work environment effectively.
- Generous Holiday Allowance: Benefit from 28 days of paid holiday annually (pro-rated for part time employees), providing ample time for relaxation and rejuvenation.
- "Free Fridays" Initiative: Experience the unique perk of "Free Fridays," granting you an additional 12 days off each year. With one Free Friday granted per month, you'll have more time to pursue personal interests, spend quality time with loved ones, or simply recharge. (pro-rated for part time employees)
- Financial Security: Rest assured with our Group Life Assurance offering, providing coverage of 4 times your base salary, ensuring financial protection for you and your loved ones.
- Pension Scheme: Secure your future with our employer pension contribution at a competitive rate of 5%. You have the flexibility to contribute a minimum of 4%, with the option to increase your contribution for added retirement benefits.
- Income Protection: Gain peace of mind with our Group Income Protection plan, safeguarding your income in the event of unexpected circumstances.
- Health and Well-being: Priorities your health with our comprehensive Private group fund provided by WPA. Additional benefits provided include: 24/7 helpline, 1-2-1 Lifestyle coaching, financial and legal support etc.
- Technology and Tools: Receive essential tools for success, including a laptop and mobile phone for both business and personal use, ensuring seamless connectivity and productivity.
- Wellness Initiatives: Take advantage of our cycle to work scheme, promoting active commuting and supporting your well-being with sustainable transportation options.
- Environmental Responsibility: Embrace sustainability with the option to join our Electric Car Leasing scheme, contributing to a greener future while enjoying the benefits of eco-friendly transportation.
